Customer Engineer

Responsibilities

• Partner with Scaled AMs and Field Engineering teammates to turn expansion and churn signals (bandwidth, egress, usage patterns) into plays: AM talking points, programmatic outreach, and in-app prompts.
• Operate startup program onboarding: Intercom checklists, guided flows, and activation follow-up for high-growth AI startups.
• Partner with
• Support Engineering to identify recurring mistakes and best practices, then turn those insights into programs and content that reduce customer friction.
• Build and improve components of our scaled-engagement toolkit: in-app programs, outbound triggers, pricing and sizing calculators (e.g., Heroku and AWS RDS migrations to Postgres), POC templates, and reusable technical enablement.
• Run scaled customer programs: webinars, Slack community touchpoints, and pattern-based outreach across account cohorts, partnered with Scaled AMs.
• Translate recurring customer questions and technical best practices into timely in-product guidance and self-service content.
• Maintain activity tracking and feature-request data hygiene so reliable customer signals flow to the rest of Field Engineering and Product.

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